Culture Hacker: Reprogramming Your Employee Experience to Improve Customer Service, Retention, and Performance - Hardcover

Green, Shane

Hardcover

ISBN 10: 1119405726 ISBN 13: 9781119405726

Publisher: Wiley, 2017

Synopsis

HACK YOUR WORKPLACE CULTURE FOR GREATER PROFITS AND PRODUCTIVITY

"I LOVE THIS BOOK!"
―CHESTER ELTON, New York Times bestselling author of All In and What Motivates Me

"When companies focus on culture, the positive effects ripple outward, benefiting not just employees but customers and profits. Read this smart, engaging book if you want a practical guide to getting those results for your organization."
―MARSHALL GOLDSMITH, executive coach and New York Times bestselling author

"Most books on customer service and experience ask leaders to focus on the customer first. Shane turns this notion on its head and makes a compelling case why leaders need to make 'satisfied employees' the priority."
―LISA BODELL, CEO of Futurethink and author of Why Simple Wins

"This is a must read for anyone in a customer service-centric industry. Shane explains the path to creating both satisfied customers and satisfied employees."
―CHIP CONLEY, New York Times bestselling author and hospitality entrepreneur

The question is not, "does your company have a culture?" The question is, "does your company have a culture that fosters outstanding customer experiences, limits employee turnover, and ensures high performance?"

Every executive and manager has a responsibility to positively influence their workplace culture. Culture Hacker gives you the tools and insights to do it with simplicity and style.

Culture Hacker explains:

• Twelve high-impact hacks to improve employee experience and performance
• How to delight and retain a multi-generational workforce
• The factors determining whether or not your employees deliver outstanding customer service

About this title

About the Author

SHANE GREEN is a world-renowned keynote speaker, author, television personality, and consultant to global Fortune 500 leaders on customer experience and organizational culture. Shane draws on his foundation at The Ritz-Carlton Hotel Company and his work in multiple industries, to help clients transform customer experiences by improving employee habits and mindsets. As president and founder of SGEi, Shane leads a team of professionals who inspire iconic brands, like the NBA, Westfield, Foot Locker, Net Jets Inc., W Hotels, and BMW to reprogram their employee experiences—in order to create loyal customers and raving fans.

From the Back Cover

Culture is the collective mindset and attitude of your employees. The mindset they bring to work every day determines how they will take care of your customers, how much effort they will put into their work, and whether or not they will stay with you long term.

The research from across industries is clear: when your employees are more engaged, your company is more productive and profitable leading to better shareholder returns. Culture is no longer just a Human Resource thing, it is the most important thing in business today.

Culture Hacker is the complete guide to understanding your employees' mindset, designing a strategy to elevate their experience, and executing a thoughtful, "below-the-radar" culture change.

Culture Hacker will improve your customer satisfaction, employee retention, and organizational performance…and that leads straight to higher profits and productivity.

From the Inside Flap

Culture is the collective mindset and attitude of your employees. The mindset they bring to work every day determines how they will take care of your customers, how much effort they will put into their work, and whether or not they will stay with you long term.

The research from across industries is clear: when your employees are more engaged, your company is more productive and profitable leading to better shareholder returns. Culture is no longer just a Human Resource thing, it is the most important thing in business today.

Culture Hacker is the complete guide to understanding your employees' mindset, designing a strategy to elevate their experience, and executing a thoughtful, "below-the-radar" culture change.

Culture Hacker will improve your customer satisfaction, employee retention, and organizational performance…and that leads straight to higher profits and productivity.

Edition details

• Publisher: Wiley
• Publication date: 2017
• Language: English
• ISBN 10: 1119405726
• ISBN 13: 9781119405726
• Binding: Hardcover
• Edition number: 1
• Number of pages: 224